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An email marked as sent is not the same as an email placed in the inbox. Diagnose the sender, the message and the customer’s alternative access route before changing the delivery app.
Check the destination and sending event
Confirm the customer’s address, the order state and whether the delivery message was actually sent. A typo, delayed custom product or scheduled release is different from spam filtering. Resend only after understanding the likely cause.
Authenticate the sender using provider instructions
If you use a custom sender, follow the sending provider’s current SPF, DKIM and DMARC setup instructions. Do not add guessed DNS records or duplicate SPF records. Authentication helps establish identity, but it does not guarantee inbox placement.
Keep the message recognisable
Use a consistent sender, a clear purchase-related subject and a simple route to the download. Avoid unrelated promotional content in the delivery message. Test with more than one email provider and review the app’s available delivery information.
Offer another way to retrieve the product
Verify post-purchase access and explain how a customer can recover their order. Keep a short support procedure for verifying the buyer and restoring access. A backup route reduces reliance on email without pretending that spam filtering can be eliminated.
Your practical action plan
- Prepare the deliverable. Keep an original backup and publish a clear version. List the formats, compatibility and licence scope before the customer purchases.
- Connect and test in Shopify. Map the file, link or key to the right product and variant. Use the appropriate standard, custom or scheduled delivery mode. Check a controlled purchase on desktop and mobile.
- Choose capacity and monitor it. Use catalogue size and expected monthly transfer to choose a plan. Track actual usage and support questions after launch, especially before a promotion.
Before you publish
- The product page matches the actual files, access and timing.
- A sample or preview reflects the product customers receive.
- The purchase, email and mobile access route have been tested.
- Compatibility, licence terms and support contact are easy to find.
- Capacity and costs have been checked against the current plan.
Where BIG fits
BIG connects Shopify products with digital files, links and licence keys. It supports standard, custom and scheduled products. Paid plans include unlimited order counts, with plan-specific storage and bandwidth; API access and outgoing webhooks require Growth or Enterprise.
Explore the features, check the plans or prepare your next launch with the free tools.
Sources & review
Updated 22 Sept 2026 by The BIG team. Product capabilities and prices can change; check the official source before choosing a subscription. Examples are illustrative, not customer results or income guarantees.
